Senior Customer Experience Partner

Job Summary

To lead key programs within the Customer Experience Operations team, the remote Senior Customer Experience Partner will manage BPO execution, drive real-time performance optimization, and enforce vendor accountability while collaborating with cross-functional teams.

Key responsibilities

• Lead day-to-day BPO execution by serving as the primary operational point of contact for BPO floor leadership across multiple global partner locations
• Drive real-time performance optimization by partnering with CX Data Analysts to monitor and adjust performance metrics
• Enforce vendor accountability through relationship management and performance reviews with BPO supervisors and program managers

Required qualifications

• 8+ years of hands-on experience in CX Operations, contact center leadership, or BPO management
• Direct experience managing BPO floor operations and collaborating with external vendor supervisors
• Proven technical fluency in contact center metrics such as SLA, AHT, and CSAT
• Demonstrated track record of executing operational change management
• Hands-on proficiency with modern CX tools and CRM platforms